Payment disputes FAQ

Learn what do when your site is locked because the subscription payment is disputed.

Written by Moonfruit Updated over a week ago

I have disputed my payment in error - what should I do?

If you have accidentally disputed a payment because you did not recognise the charge, please contact your bank advising them that you want to withdraw the dispute. Your bank should be able to provide you with evidence that they are dropping the dispute and you can pass this onto our support team.

How long does it take for a dispute to be resolved?We immediately contact our payment gateway to advise them of what the charge is for. They pass this information to your card provider who then decide whether the charge is valid or not based on the reason for the dispute. This decision can take them up to 60 days. We will send you an email when we are notified about the result.

Why are my sites unavailable?

When we receive notice of a dispute, we lock sites until the dispute is resolved. Your sites will be unlocked if you contact our support team with evidence that the dispute is being withdrawn. We can submit this evidence to our payment gateway to try and get everything resolved quicker.

Why have you cancelled my subscription?

When a payment is disputed, we have to take the precaution of turning off auto-renew for a subscription. This is because if a card has been used to purchase a subscription fraudulently or without the card holders permission, we want to prevent any further payment disputes. You can choose to turn auto-renew on again if you want to continue the automatic renewal of your subscription.